KACE Product Support Question

K1000 Service desk ticket SLA

06/09/2017 922 views
Even when we change the due date of the ticket we still receive overdue notificatios even though the due date is set for future for stalled ticket like waiting on 3rd party or Project. How to stop the notifications for these type of tickets? Thank you in advance.
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  • This means there is no point in puting a ticket in any of stalled statu if it makes no difference if it is in opened or stalled status.

All Answers

Basically you cannot at this moment in time, back in version 6.4 when SLA's were introduced, someone in the product management team decided that even though a ticket was in a stalled state, that did not mean that alerts should stop. This means that with the KACE servicedesk if you put a ticket on hold it has no effect on the SLA and therefore alerts will continue to fire.
Answered 06/14/2017 by: Hobbsy
Red Belt

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